CEU Value: 5

Welcome and Introduction

This course is one in a series of knowledge and skill development modules for professionals working in a field of practice that enables individuals to enter, remain in, or return to work. These professionals are working with clients experiencing challenges with finding and keeping employment and / or with employers struggling with injury / illness prevention, sickness absence, employee recruitment, employee retention, and the costs associated with these issues. Other stakeholders in the communication loop might also include unions, medical practitioners, insurers, other benefits administrators, agency workers, educators, the client’s work colleagues and family members. Whether client or customer, effective communication is of primary importance.

The course content includes:

  • An overview of communication
  • Planning to communicate
  • Basic communication concepts: attending, influencing, interviewing, building rapport, building awareness
  • Interpersonal skills: questioning, listening, interviewing, counselling, non-verbal cues, putting it into context
  • Presenting skills
  • Writing skills
  • General issues in communicating
  • Advanced communication skills: conflict resolution including negotiation and mediation
  • A quiz to facilitate learning and understanding

Professionals benefitting from this module include those providing services in:

  • Human Resources
  • Occupational Health and Safety
  • Disability Management
  • Case Management / Coordination
  • Employment / Rehabilitation Counselling
  • Career Development
  • Vocational Assessment, Evaluation and Work Adjustment
  • Claims administration
  • Associated allied professional activity

Speaker Biography

Gail has 41 years of front-line, management and project experience in health care, disability management and vocational rehabilitation in both the public and private sector and in the UK, Europe, Canada and the United States.

Gail is a Director of KMG Health Partners, an international firm providing Disability Management / Vocational Rehabilitation management, audit and training services and specialized assessments. The company leads or participates in projects that assist with the development of the profession and with the evolution of client, customer and provider services. KMG trains Occupational Health and Safety, Human Resources and Line Management within employers. KMG also trains other professionals in the field. Gail has extensive activity in supporting large and small organizations with disability management processes. She has functioned as Board Designated Representative for VRA Canada and is currently assisting the Canadian Assessment, Vocational Evaluation and Work Adjustment Society (CAVEWAS).

Gail is a Registered Rehabilitation Professional (RRP) and a Certified Vocational Rehabilitation Professional (CVRP). She is a Past President of the VRA Canada and of CAVEWAS. She has also been on the Board of Directors for the College of Vocational Rehabilitation Professionals (CVRP). She was until recently a Trustee and Vice Chair of the Vocational Rehabilitation Association in the UK and has supported standards development with the VRA, UK Rehab Council and British Standards Institution. Gail is a senior honorary lecturer with the University of Salford, Manchester, England.

Gail has a certificate in Human Resources Development. She is also a Certified Rehabilitation Counsellor (CCRC), a Certified Disability Management Professional (CDMP), and a Consensus Based Disability Management Auditor (CBDMA). She has been awarded the Fellowship of the Vocational Rehabilitation Association of Canada and the honorary lifetime achievement award from the UK VRA in recognition of her professional achievements in Vocational Rehabilitation and for her dedication and commitment to professional development and to client and customer services.


VRA Canada Approved CEU ID: 20066  -  5 CEUs

Module Content

Lessons Status